In this video, @Santosh Bhandari discusses a new feature "Mute individual Collaborate chat threads on iOS and Android" Collaborate mobile app users can now mute individual chat threads on iOS and Android devices. When a chat is muted, users no longer receive push or in-app notifications...
In this video, @Christopher Visick discusses a new feature "Adherence widget available in the Activity view" Agents can now view their adherence in the new adherence widget within the Activity view. The widget displays each agent’s scheduled, actual, and exception details for the day,...
In this video, @Krishneel Mani discusses a new feature "Workitem appearance configuration" Administrators can now use schema display and custom panel options in work automation to control how workitems appear to agents. Administrators can adjust the order, size, and editability of form...
In this video @Guru Prasadh Jeevan Rao talks about the new functionality whereby we can Configure virtual agents to generate answers from multiple sources Knowledge authors can now configure knowledge bases to generate dynamic, intelligent answers from more than one relevant...
In this video @Christopher Visick talks about the new Team schedule view for agents within WEM and WFM Agents can now view their colleagues’ schedules in a read-only Team Schedule view. This feature helps agents see who they are working with, who is scheduled after their shift,...
In this video, @John Sunder discusses a new feature "Transfer options for Architect voice and digital bot flows" Flow authors can now configure Transfer to User, Transfer to Number, and Transfer to Group actions in Architect voice bot flows and digital bot flows, in addition to Transfer to...
In this video, @Stalin Singh discusses a new feature "Enhanced Performance dashboards with real-time agent status counts by work team" Supervisors can now configure widgets based on work teams and view real-time agent status metrics specific to their teams. This feature enables supervisors...
In this video, @Guru Prasadh Jeevan Rao discusses AI summaries for the agent side of a conversation Administrators can now enable AI-generated summaries that highlight the specific actions taken by each human and virtual agent in a conversation. This feature helps business analysts quickly...
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